What's on Our Plates Years ago, an executive chef shared his philosophy of keeping tabs on his customers’ ever-changing tastes. He explained that the key was to observe what came back to the kitchen when plates were cleared. By noting what his patrons were and were not eating, he was able to change and adjust his menus. This philosophy always impressed me as a simple way to stay “in tune” with customers. The challenge for a service-based company like Conferon is to find out what's on our “customers’ plates” so that our core services stay in tune with our customers’ ever-changing needs and demands. Effective communication of our unique business message is also critical so that our customers know that we are maintaining our focus on customer service. In our opinion, it all boils down to three simple strategies: Get to Know Our Customers Find Out “What's on Their Plates” Tell Them What We're Up To To accomplish these goals, Conferon has undertaken a number of exciting new customer-focused initiatives. About a year ago, we sent a customer profile to all of our new and existing customers. This profile allowed us to get to know our clients better and to gather information to better serve and anticipate their needs. We added this data to our new customer relationship database, SalesLogix, which allows our staff to put this information to regular use. This past year, we undertook a unique training partnership with Hilton Hotels. Hilton made their Customer Focused Selling (CFS) sales training program available to our Conferon sales team. This customer-driven sales process has taught our key sales executives how to focus on our customers needs, and how our menu of services can uniquely fulfill those needs. This fall, Conferon started to host the first of many customer partnership focus events. These meetings, held thus far in each of our regional offices, have allowed us to hear firsthand what we are doing well and where we need improvement. Combined with our annual customer survey conducted each spring, these tools are allowing us to get a clearer measurement of our company and our staff's performance. The goal then becomes how to effectively communicate to our clients and prospects in an environment of packed work schedules and information overload. In addition to SPECS, Conferon recently introduced E-SPECS, an electronic “e-zine”designed to regularly communicate industry trends, helpful tidbits and Conferon updates via e-mail. Additionally, Conferon launched its new and improved website in August. This user-friendly site now provides a wide range of educational and company information that is available to everyone at the click of a mouse. So, the challenge for Conferon to know “what's on your plates” is an on-going one that requires constant vigilance and your constant feedback. Conferon is committed to being the leading provider of meeting and related services in the hospitality industry and to exceeding your expectations. We also recognize that in our increasingly complex world, nothing works more powerfully than simplicity. We want to serve you. It's that simple. By David Peckinpaugh